After selecting a design each rug is handmade to order, with lead-times based on your chosen design. Once your order is received by Rug Couture a preview of your rug showing the design, size and Colour will be emailed for your approval. Following receipt of your approval production will commence.
Should you wish to approve Colours prior to placing your order we can send out Colour samples via Royal Mail; please contact us for details. Additionally, if you wish to order a rug sample please email email@example.com or call Tel: +44 333 222 6514. Rug samples incur a £300 charge, which is then refunded against payment if an order is placed. Please allow an additional 4-6 weeks for rug sample production.
Once your rug is ready for delivery you will be notified a week prior to dispatch to arrange details. Standard delivery to UK mainland is free of charge, with delivery occurring Monday to Friday between 9am - 6pm. Before noon deliveries can be requested at the point of order, and incur an additional surcharge. Delivery prices outside the UK mainland can be provided by Rug Couture on request.
On rare occasions goods can be damaged in transit so we require you to inspect your rug on arrival, and also checking for any damage to the outside packaging.
If obvious damage has occurred please alert the courier immediately and clearly write on the delivery note a description of the damage seen. Clearly sign the consignment note with the words "Unchecked". Unwrap the rug straight away, and if damage has occurred alert Rug Couture immediately by phone, and send a copy of the signed consignment note with photographic evidence.
When opening the rug packaging DO NOT USE A BLADE, instead use scissors and cut away from you to avoid damaging the rug inside.
All goods are carefully checked by Rug Couture prior to dispatch to ensure the highest quality product is delivered to you. However, if you deem the item to be faulty you may return it within 14 days of receipt (in its original packaging and in the same condition it was sent out to you) for a full refund or exchange.
If you wish to return an item you must contact us immediately on 0333 222 6514 to obtain authorisation. Please send photographic evidence to validate the faulty item with a clear and concise description. The cost of collecting the goods from you and returning to Rug Couture within the UK mainland will be covered by Rug Couture, but a shipping cost may be incurred outside of the UK.
Once authorised we will arrange for collection of the item from you. If your product does not comply to the outline above additional costs may apply. We cannot accept items returned as faulty if appropriate care instructions have been ignored, or if damage to the product is the result of wear and tear or misuse.
Rug Couture can accept credit card payments on Visa, MasterCard or American Express. All online payments are secure.
The Rocks - Iwa 岩 rug was designed by Louise Carrier as part of the Sumi Collection. All our designer hand knotted rugs are made from either 100% New Zealand wool, silk, art silk (viscose) or bamboo silk. You can be re-assured there will never, ever be any child labour employed in the production of your rug or runner. Every rug embodies the heritage of woven craft, the area where it was made and an understanding of the strengths of our two chosen methods of production; hand tufting and hand knotting. We are both knowledgeable and passionate about the process of translating designs into woven form, as one of our founder members is a designer.
We take great pride in helping our clients achieve their vision. As you will know, this is not an automated, mechanised process but an art form itself. We feel the traces of humanity and craft held in every rug are the very things which give our hand made rugs their authentic character and value. We are committed to the continual evolution and refinement of our products. Our master rug makers, with many generations of experience between them, combine traditional skills and processes with modern technology to bring you a superior quality rug that looks and feels fantastic. A rug which, will retain its natural lustre for years when looked after.